This matrix is a great planning tool for agency account managers to see where you can strengthen client relationships. It’s particularly useful when working with big client accounts with multiple contact points.

Jenny Plant is the founder of Account Manager Skills and gets invited in by senior management in creative agencies ((PR, advertising, promotions, marketing, digital, packaging) who are frustrated that their client service team are not growing business. Some are worried that they are barely holding on to their clients and are always waiting for the next complaint and others are concerned that they have made the wrong hires. Jenny is also contacted by account managers in creative agencies who are struggling to get promoted to the next level, want to increase their confidence with the client but haven’t receive any training or coaching in how to manage clients, grow business and develop their skills. They feel this is limiting their career progression.

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